Front Office Operations

"Reception" from Latin “the act of receiving; from recipiō (“receive”). From ancient times to our days hotel Front Office functions have changed tremendously. But one component remained the same. Guest arrival experience. The first function of the Hotel Front Office was to "recipio" guests, register and accommodate. Guest arrival was and will always be the main focus of this department, however in our days Front Office carries many other roles and key responsibilities.

To the topic of Front Office Operations can be dedicated many and many pages of information. It is such a broad subject that involves not only guest relations but also financial management, employee relations, cost control, Brand relations and many more.

Further, we will review the duties and responsibilities of Front Office Manager. To better uncover this subject I decided to provide a typical job posting for Front Office Manager position.

DUTIES AND RESPONSIBILITIES:

Hiring, Training and developing of Front Office personnel (Desk Agents, Phone Operators, Night Auditors, Bell Desk, Concierge) depending on a property
Ensuring high-quality service for all guests
Reinforces standards of Excellence and promotes a positive work environment
Resolving guest complaints and incidents according to hospitality standards
Acting as a Manager on Duty when needed
Conducting daily pre-shift meetings, ensuring staff is aware of Arrivals, Departures and VIP guests
Ensuring guests with special requests are accommodated
Adhering to Brand policies and standards
Building a relationship with key accounts. Monitoring and ensuring group stay is according to contract/agreement
Full Responsibility for Scheduling and Payroll of the Department
Full Responsibility for managing operating expenses and purchasing for the Department
Works closely with Yield Manager in maximizing revenue through controlling cancellations, up sells and early/late, arrival/departure fees
Fosters cross-department communication
Enforces all cash-handling, check-cashing, and credit policies
Maintains master key control
Upholds the hotel's commitment to hospitality
Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner
Maintains an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
Member of the hotel emergency response team. Handles all fire-life-safety procedures

When we speak about Front Office Manager Position or even just words Front Desk, Reception, Guest Service Representative our mind associates with, Customer Service, Guest, Satisfaction. While it is very accurate interpretation, it is necessary to note that it should not be the only association. It is clear that this position requires more skills than customer service, entails many other responsibilities and is one of the key contributors to overall hotel success.

Next, we are going to review all significant areas that Front Office Leader is involved with, carries full or partial responsibilities.

As we can see the Front Office Department and leaders are not only one of the key contributors to the financial success of the property but also key players when it comes to liability matters. Next chapters will provide detailed descriptions, best practices, and checklists on specific subjects.

However, while there are multiple roles that Front Office carries, it has always been the main impactor of guest experience. From, the moment the guest arrives Front Office sets a tone for the entire stay....